Part 1: Visit The Website

Visit the NMPED NOVA Support Site https://nmnova.freshdesk.com/en/support/home

Part 2: Options You Will See On The Homepage

1: NMPED NOVA

On the top Left Hand Corner of the Website you will see our logo for NMPED NOVA. If you Click on this link, it will take you to the STARS INFORMATION, MANUALS, AND SUPPORTING DOCUMENTS Page.

2: Home

If at any point in time you click away from the Home Page, this will bring you back to the NOVA Support Ticket System Home Page.

3: Knowledge Base (KB)

This will be a Database full of helpful information. There will be guides and answers to many of your questions here. You may wish to search the Knowledge Base (KB) Before Submitting a New Ticket. The NOVA Support Ticket System is New. We will be implementing more articles as time goes by. 

4:Login

This section is for the Admins who will be processing your tickets. You will not be able to login so you can ignore this options.

5: Language Support

Clicking English next to the Login Button, will give you options for support in different languages. If you happen to be more comfortable reading the Support Website in another language you can select that option here. As of now we only have Spanish(Latin America) as an option. If you would like another language added please create a support ticket and I would be happy to add it for you. 

6: Submit a Ticket

Clicking Submit a Ticket will take you to a new screen that will ask for information about the ticket you are opening.

Part 3: Fill Out The Form With All The Required Information

There are several different sections as outlined below. We will highlight each section and go into detail about each one.

Section 1: Requestor

This will be an email address and not a name. Once you enter the email address, then you will see the option for your name show up. You will want to use your School or District Email and not a personal email address. 

Section 2: Your Name

This is where you will enter your full name.

Section 3: Subject

This should be a short explanation of the reason for the ticket. Save all the details for the Description Section.

Section 4: Best Contact Number

In this section, please provide the best number to contact you on. This is just in case we need to speak with you about the ticket and will only be used if we have trouble reaching you through Email or the Ticket. Please use 9 digits with no dashes or a 1 at the beginning. An example would be  5755551212.

Section 5: District

In this section, please provide the District you are currently in. The District name will be fine but if you know the 3 digit code you can add it if you like. Example - Santa Fe (071)

Section 6: SIS Vendor

In this section, you will enter your SIS Vendor or Student Information System. A student information system is the application used to manage student data. If you are unsure, you can leave this blank.

Section 7: Issue Category

In this section, you will select the best category for the issue you are having. The options will be Data Validation Tool, Snapshot Dashboard, Key Secret, NOVA Questions or Other. If you are unsure or none of these categories fit, use Other. 

Section 8: Description

In this section, please explain the reason you are creating the support ticket. Use as much detail as possible. This will avoid any delays in getting your issue resolved in a timely manner. We may have to ask for more information after you submit your ticket. This would be specific information we will need from you depending on what kind of help you are requesting. 

Section 9: Captcha

Put a check in the box and follow the instructions to prove you are not a robot. 

Section 10: Attachment

If necessary to show us the issue you are having or to provide us with information we would need to complete the ticket, you can upload files here. This is not required so if you don’t have a file to upload, just skip this section.

Section 11: Click Submit

Check everything and make sure there are no mistakes, typos or missing information on the form. Once you are satisfied that there are no spelling errors and all the required information was added, just click submit.

Section 12: Email Updates

Once you submit your ticket, an email will be sent to you at the email address you provided during ticket creation. Once your ticket has been assigned to someone, they will start handling the ticket as soon as possible. Please keep an eye on your email for updates. The email would come from nova.support@nmped.freshdesk.com

Part 4: Updating The Ticket/Adding More Information

If you would like to update your ticket or provide more information, all you need to do is reply to the email you received from nova.support@nmped.freshdesk.com as discussed in Section 13. This will update the ticket with the new information you provided and it will be seen by the Agent who is assigned to your ticket. Even if the ticket was closed, replying to the ticket will reopen it. Please only reply if you need to provide more information or if the issue is not resolved.

Support Contact:

For assistance and or questions, contact TJ Lockwood

timothy.lockwood@ped.nm.gov